1.Cancelling without a fee
Cancelling is free in all of these cases:
- before a driver has been assigned to your booking;
- within the grace period after assignment — a minute, shown as a countdown in the app;
- when the vehicle, number plate or driver does not match what the app showed you;
- when the driver is much further away than the arrival time promised, or has stopped moving towards you;
- when the driver asks you to cancel, for any reason;
- when the driver asks for a fare different from the one in the app.
If a fee is charged in one of these situations, report it from the trip screen. We reverse it — no argument — and the driver is not penalised for a genuine mistake.
2.When a cancellation fee applies
After the grace period, a fee applies. It is set per ride type — a bike costs less to send than an SUV — and it compensates the driver partner for the distance and time already spent reaching you. We take no commission on it.
The fee for your booking is shown in the app on the cancellation screen, before you confirm, so you always see the amount before you decide.
A no-show counts as a late cancellation: if you are not at the pickup point five minutes after the driver arrives and cannot be reached, the driver may end the booking and the fee applies.
3.When the driver cancels
You are never charged when a driver cancels. The booking goes straight back out to other nearby drivers, and any amount already blocked on your card or wallet is released.
Drivers who cancel frequently after accepting are reviewed, retrained and, if it continues, removed from the platform. Reporting it helps us find the pattern.
4.If the fare looks wrong
Open the trip in your ride history and tap Report a fare problem, or call +91 44 4000 1200. We re-run the fare against the route actually travelled and the rates in force at the time, and send you the comparison.
- We overcharged you — the difference is refunded in full, to your original payment method or your wallet, whichever you prefer.
- The fare was right — we show you the breakdown: distance, time, waiting, any late-night or peak rate, and tolls.
- A long detour was the driver's choice — you pay the fare for the reasonable route, and we settle the rest with the driver, not with you.
Raise a fare dispute within 30 days of the trip so the route data is still available.
5.How long a refund takes
| Paid with | Refund reaches you in |
|---|---|
| Chola Chariots wallet | Immediately, once approved |
| UPI | 3–5 working days |
| Debit or credit card | 5–7 working days, depending on your bank |
| Cash | Credited to your wallet, or to your bank on request |
The timeline starts when we approve the refund, which for a clear case is the same day you report it. The bank's reference number is in the app so you can trace it if it is late.
6.Wallet top-ups
Money you add to your wallet stays yours. It does not expire, and you can ask for the unused balance to be returned to your bank account at any time — we transfer it within seven working days, once your account details are verified.
Promotional credit and incentives are not cash: they can be used for rides but cannot be withdrawn, and they expire on the date shown when they were issued.
7.Lost items
Report it from the trip in your ride history, or call +91 44 4000 1200. We contact the driver straight away and arrange a handover. There is no fee for our help; if the driver has to make a trip to return the item, that trip is charged at the normal fare, and we tell you the amount before it is booked.
8.How to raise any of this
- In the app — ride history, open the trip, pick the matching option. Fastest, because the trip record comes with it.
- By phone — +91 44 4000 1200, 24×7.
- By email — support@cholachariots.com, with the trip date and pickup point.
We acknowledge every report within 24 hours and resolve most within three working days. If you are not satisfied, escalate to Grievance Officer, Chola Chariots at privacy@cholachariots.com, who responds within thirty days as the consumer rules require.
Questions about this document? Write to privacy@cholachariots.com or call +91 44 4000 1200. We answer policy questions in Tamil and English.